at Onapsis Europe GmbH
Summary of Position
The Customer Success Manager (m/f/d) is a key client-facing role within the Customer Success organization. In this role, you will drive onboarding, monitor customer health, ensure renewals, and partner with sales in achieving revenue growth goals.
The CSM (m/f/d) manages a standard book of business independently, focusing on Relationship Building. You will drive product adoption and map customer business needs to specific features to create "stickiness". You act as a primary point of contact, conducting regular business reviews and managing the feedback loop to the Product team.
You are a critical component of Onapsis’ growth, focused on key elements of the customer journey: Onboarding and Renewals to ensure Onapsis customers achieve the greatest value.
Responsibilities
- Own/drive renewal opportunities, forecasting, negotiation for transactional customers.
- Adoption & Stickiness: Map customer business needs to specific product features to drive deep integration.
- Identify upsell opportunities within customer accounts and hand them off to sales.
- Business Reviews: Conduct regular business reviews to track progress against customer goals.
- Gauge health of each account, document renewal health detail and develop resolution strategy for any high-risk accounts.
- Act as liaison between customer and internal business groups to ensure a smooth transaction for the customer. Specifically, partner Cross-functionally with:
- Sales: Identify expansion opportunities and hand off to sales.
- Legal: Identify and proactively resolve any ‘legal red flags’.
- Partners: Create renewal quotes specific to each partner segment.
- Maintain consistent high-level knowledge of the product, version updates, and pricing.
- Successfully negotiate all issues related to renewals.
- Guide customers through the onboarding process, specifically: create licenses for new customers.
- Support process, specifically: track support cases and drive to resolution.
Key Capabilities
- Customer Focus: Build customer loyalty through consistent engagement.
- Value Justification: Begin to articulate the value proposition of Onapsis solutions to mid-level stakeholders.
- Domain Expertise: Develop a working knowledge of cybersecurity trends and vulnerability management.
- 3 - 5 years of experience in a customer success or account management role.
- Experience in cybersecurity.
- Experience using CRM software to manage customer health and sales processes.
- Four-year college degree from an accredited institution or equivalent experience.
- Enterprise SIM experience is desirable.
- ERP experience (SAP, Oracle or other business systems is a plus).
- Experience presenting to customers to guide the customer on how to best employ and execute security methods, tools or technologies to maximize the organization’s security effectiveness.
- Experience working across functional teams both with a customer as well as internally to build consensus and to drive progress on initiatives.
- Ability and experience with security organization operations, workflow and vulnerability management.
- Experience in an early to a mid-stage security software company is a plus.
- Business-fluent English skills (written and spoken) are required.
- German fluent speaking preferred.
- A role in shaping the future of protecting the most critical applications that run the world's business and a career that grows as the company grows.
- A unique culture of high achievement and teamwork.
- Supportive and humble colleagues are the space's top problem solvers and innovators.
- Financial security through competitive compensation and incentives.
This is a remote position for candidates based in Germany, Spain, the United Kingdom, or the Netherlands.
About our CompanyOnapsis is a proven market leader that protects your business's most critical applications. Only Onapsis delivers the actionable intelligence, automated governance, continuous monitoring, and secure change capabilities required by cross-functional teams to optimize workflows and automate manual tasks so they can embrace and accelerate SAP and Oracle E-Business Suite (EBS) modernization, cloud, IoT, and mobility initiatives while keeping the most vital systems and data protected and compliant.
Headquartered in Boston, Onapsis has regional offices in Heidelberg, Germany; Buenos Aires, Argentina; Texas, USA; and Bucharest, Romania. The company proudly serves more than 300 leading brands and organizations, including many of the Global 2000.
For more information, connect with Onapsis on LinkedIn or visit https://www.onapsis.com.
Skills Required
- 3-5 years experience in a customer success or account management role.
- Experience in cybersecurity.
- Experience using CRM software to manage customer health and sales processes.
- Four-year college degree from an accredited institution or equivalent experience.
- Experience presenting to customers to guide security methods, tools, or technologies.
- Experience working across functional teams with customers and internally to build consensus and drive initiatives.
- Ability and experience with security organization operations, workflow and vulnerability management.
- Business-fluent English (written and spoken).
- Enterprise SIEM experience.
- ERP experience (SAP, Oracle or other business systems).
- Experience in an early to mid-stage security software company.
- German fluent speaking.
What We Do
Onapsis protects the mission-critical applications that run the global economy, from the core to the cloud. The Onapsis Platform uniquely delivers actionable insight, secure change, automated governance and continuous monitoring for critical systems—ERP, CRM, PLM, HCM, SCM and BI applications—from leading vendors such as SAP, Oracle, Salesforce and others. Onapsis is headquartered in Boston, MA, with offices in Heidelberg, Germany and Buenos Aires, Argentina. We proudly serve more than 300 of the world’s leading brands, including 20% of the Fortune 100, 6 of the top 10 automotive companies, 5 of the top 10 chemical companies, 4 of the top 10 technology companies and 3 of the top 10 oil and gas companies. The Onapsis Platform is powered by the Onapsis Research Labs, the team responsible for the discovery and mitigation of more than 800 zero-day vulnerabilities in mission-critical applications. The reach of our threat research and platform is broadened through leading consulting and audit firms such as Accenture, Deloitte, IBM, PwC and Verizon—making Onapsis solutions the de-facto standard in helping organizations protect their cloud, hybrid and on-premises mission-critical information and processes.
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